Email Response Management

1. Is your helpdesk email inbox  overflowing with new requests, or "follow-up" email from your clients?
2. Do you manually "convert" email into helpdesk jobs
3. Do you reply directly to an email without logging it into your helpdesk system, possibly because your ticketing system makes it too cumbersome or time consuming to do so?
4. Do you use your email system as a ticketing system, forwarding email to the appropriate person?

The Email Manager is a HelpMaster Pro module that will manage any number of email inboxes by automatically logging jobs or updating existing jobs based on incoming email.  This is particularly useful if your helpdesk or workgroup receives support requests via email.  The benefit of such a system is that not only does the job get logged, but your clients can receive a near-instant response to their support issue.  With the Email Manager, you can automatically handle all of your incoming email support requests, and provide near-instant confirmation, resolution and actions to a wide range of client issues.

1. Microsoft Exchange
2. Microsoft Outlook and Outlook Express
3. Google GMail
4. Hotmail.com
5. Novell Groupwise
6. Lotus Notes

1. No more manually handling of email
2. New clients can be automatically created within your helpdesk system (no more manually data entry for names, addresses, email etc….)
3. Each email is processed within seconds of being received.  This means that…
   1. A job is logged with a unique job number
   2. All file attachments within the original email can be added to the job or action
   3. The client is notified
   4. The staff member is notified
   5. The job is now “handled” by the escalation and business workflow rules that you define within the HelpMaster Pro Priority Manager
4. Management statistics can be viewed on how many jobs were logged with the Email Manager
5. Clients can update their jobs via email at any time